How it works

  • Select 'Get help'

    Open the My Telstra app, go to the Get help tab and tap the blue message icon. Or scroll down to Contact Us and tap Messaging.
  • Chat with Codi

    Codi is our virtual assistant. Let us know what you’d like help with, and Codi will get started on your enquiry.
  • Message one of our team

    If you need more assistance, Codi will connect you with an agent. Send your message and they will get back to you as soon as possible.
  • Get notified when we reply

    You'll get a notification each time we reply.

What is the difference between Live Chat and messaging?

Unlike live chat, you won’t need to stand by waiting to be connected to someone. Simply send your message and you’ll get a notification when we’ve replied. Think of it like SMS messaging — you can respond in your own time, and the conversation picks up where you left off each time you send or receive a message.

More about messaging

How will I know when I get a reply?

If you’re messaging us on your phone, we’ll send a push notification from the My Telstra app to tell you we’ve replied.

What can messaging help me with?

Our messaging teams and virtual assistant (Codi) can help with questions about your bill and account, resolve faults with your service and lodge and handle complaints. And, when you sign into the app with your Telstra ID, the conversation history is always there.

Who is Codi?

Codi is our virtual assistant who can help with a range of questions about your Telstra account. Once you’ve sent your message, Codi will greet you and help answer your question. If Codi can’t help, you’ll be handed over to someone who can.

Frequently asked questions